SpringHill Suites by Marriott The Dunes On Monterey Bay

The place was very clean and the front desk was nice. The oceanview room wasn’t so oceanview, but the room was neat

Room condition is really good and neat.

We are Hilton Honors members and had been looking forward to our stay, but the check-in process completely soured our experience. The front desk agent, Jamie, told us she couldn’t release our room due to a “system issue” and that she needed to make a phone call. Instead, she walked away with her cellphone to the back for several minutes. From the start, she avoided eye contact and was noticeably disengaged. While we waited, another couple arrived. Jamie asked my husband if she could check them in before us, despite the fact that we had already been waiting. This was both unprofessional and baffling, especially given her overall dismissive attitude toward our family. Unfortunately, the interaction left us feeling unwelcome and questioning whether bias played a role in how we were treated. To make matters worse, we were overcharged despite being Hilton members. The one bright spot was at checkout, when Debra Anne assisted us. She was kind, professional, and patient—exactly the type of service we expect from Hilton. This was an upsetting experience, and I hope management addresses both the unprofessional behavior and the overcharge so no other guest has to go through this.